1 reviews | Active since Jun 2016
Customer for 12 years says Goodbye
<p>I have been a Cell C customer for 12 years, and my contract is up once again. I went through the website offerings and I went to a Cell C store, but there are no reasonable deals similar to what I had anymore. Cell C is not the value-for-money company it once was any more, it has become gimmick-driven.</p> <p> </p> <p>As an example, they offer contract buy-outs of up to R20,000 but are not able to put together a deal to keep an existing customer. When I cancelled my contract, the Cell C agent made an effort, but was only able to offer what was standard, which was all significantly worse than what e.g. Telkom is offering. I am, admittedly, not a big spender, but I am also not even using up my free airtime, so Cell C must have made some money from me over the years.</p> <p> </p> <p>So it's time to say Goodbye as I am not prepared to pay for the gimmicks that hold no benefit for me. But first a word to the marketing geniuses at Cell C: There is plenty of research out there showing that retaining customers is the most important aspect of marketing, and the most profitable. If you don't believe me, Google it!</p>
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Cell C | DA
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Cell C | DA
As per feedback, you have been contacted and advised accordingly.
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Cell C | DA
As per feedback, you have been contacted and advised accordingly.
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Cell C | DA
So Cell C responded.
First their Social Media person called me, and said that somebody from Customer Retentions would like to call me. That was on 27 June, and the call was to come the same day.
Then she called again the next day to say that I would get a call, which I did get. The agent, I believe his name was Banele, made me a good offer, which I accepted. This call supposedly was recorded. I was really impressed with Cell C at that point.
The next day we discussed where the new phone was to be delivered, but the following day I got a call from Banele saying that the phone was no longer available. So I was offered a different phone, and a different contract. Both were significantly worse than the original offer, and I declined. Banele was then going to speak to his supervisor, and phone me back.
On 01 July, since I had not heard anything from Banele but had received SMSes telling me that I had a new contract, I started phoning Cell C. It took me more than an hour, several agents, and at least 3 verification procedures to eventually get a hold of Banele. He seemed to have forgotten most of the details of our discussions. I said I needed an answer as I was going to get a new contract with Vodacom on the weekend if this was not working out. He promised me to speak to his supervisor and phone me back, either that afternoon, or latest Saturday morning.
Not surprisingly, I'm still waiting for the call. I have just spend another half an hour trying to get a hold of Banele, but only managed to speak to a couple of agents, and eventually was put in contact with Zanele. Since Zanele isn't Banele, Zanele couldn't help me except make me another not-so-good offer.
My conclusion is that Cell C and its agent Banele, either deliberately or accidentally, made me that good offer last Tuesday to be able to put me into the new contract. If it was accidental, they could have called and told me that a mistake was made, I know these things can happen. If it was deliberate, well then they did it with the wrong guy, I'm certainly not going to accept that contract.
So Cell C responded.
First their Social Media person called me, and said that somebody from Customer Retentions would like to call me. That was on 27 June, and the call was to come the same day.
Then she called again the next day to say that I would get a call, which I did get. The agent, I believe his name was Banele, made me a good offer, which I accepted. This call supposedly was recorded. I was really impressed with Cell C at that point.
The next day we discussed where the new phone was to be delivered, but the following day I got a call from Banele saying that the phone was no longer available. So I was offered a different phone, and a different contract. Both were significantly worse than the original offer, and I declined. Banele was then going to speak to his supervisor, and phone me back.
On 01 July, since I had not heard anything from Banele but had received SMSes telling me that I had a new contract, I started phoning Cell C. It took me more than an hour, several agents, and at least 3 verification procedures to eventually get a hold of Banele. He seemed to have forgotten most of the details of our discussions. I said I needed an answer as I was going to get a new contract with Vodacom on the weekend if this was not working out. He promised me to speak to his supervisor and phone me back, either that afternoon, or latest Saturday morning.
Not surprisingly, I'm still waiting for the call. I have just spend another half an hour trying to get a hold of Banele, but only managed to speak to a couple of agents, and eventually was put in contact with Zanele. Since Zanele isn't Banele, Zanele couldn't help me except make me another not-so-good offer.
My conclusion is that Cell C and its agent Banele, either deliberately or accidentally, made me that good offer last Tuesday to be able to put me into the new contract. If it was accidental, they could have called and told me that a mistake was made, I know these things can happen. If it was deliberate, well then they did it with the wrong guy, I'm certainly not going to accept that contract.